Senior Service Delivery Officer

Are you seeking to be a part of values-based organisation where you can grow your skill set and career experience, whilst working within an innovative and engaging environment that consistently strives towards exceptional Service Delivery?

About Us:

Recovery Plus Support is committed to providing top-tier mental health support services. We are currently seeking a Senior Service Delivery Officer who can bring their industry experience and qualifications to join our team. You will play a critical role in ensuring, the delivery of high-quality support services to our participants, empowering them to enhance their capacity, achievement of goals and their ongoing recovery.

About the Role:

Your role as a Senior Service Delivery Officer will involve supporting NDIS participants, supporting a team of Recovery Coaches, whilst collaborating and supervising a Service Delivery Team, as well as the Rostering Officer, in an effort to drive exceptional service provision.

Key Responsibilities

Participant Support:

• Build and maintain strong participant relationships and networks.
• Adapt communication to diverse participant needs, upholding professional boundaries.
• Collaborate with internal teams and effectively manage documentation.
• Act as a communication support point during participant crises.
• Resolve participant complaints and feedback.
• Monitor and adjust Rosters of Care, ensuring service hours are met.
• Ensure continuity of support for participants nearing funding expiration.

Recovery Coach Support:

• Serve as the primary contact for Recovery Coaches, providing guidance on Service Delivery and scheduling.
• Conduct monthly maintenance meetings and provide training for minor role aspects.
• Collaborate with the Rostering Officer to resolve reallocations and shift coverage.
• Monitor the Client Management System, ensuring completion of all shifts and processing weekly timesheets.
• Proactively plan participant schedules and ensure continuity of support.
• Review and assess submitted care notes regularly.
• Develop professional relationships with external stakeholders

Service Delivery Team:

• Support daily operations and onboarding for the Service Delivery Team as directed by the Service Delivery Manager.
• Act as a key point of contact and support for the SDO/Rostering Team in the absence of the Service Delivery Manager.
• Uphold and support the escalation and triage process within the Service Delivery and Rostering Officer Team.
• Assist with incident reports and the Reportable Incidents Process as needed.
• Support weekly team meetings and oversee Field Staff leave in collaboration with the Rostering Officer.
• Address minor performance issues within the Service Delivery and Rostering Team.
• Liaise with the Practice Supervisor on common subject matter concerning field employees.

What You Bring:

• Efficient multitasking and strong organizational skills.
• Previous experience in a similar role.
• Proficiency in MS Office Suite and Customer Relationship Management systems.
• Strong verbal and written communication skills.
• Relevant industry qualification/certification (Certificate IV and above).

 What do Recovery Plus Support Offer:

• Career progression
• Professional Development training
• Employee Assistance Program (EAP)
• KPI Reward and Recognition Program
   

If you're ready to grow your career in an innovative and engaging environment that values exceptional Service Delivery, apply now to join our team at Recovery Plus Support!